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Business Profile

Outpatient Surgery Center

Overlake Surgery Center

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Outpatient Surgery Center.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/19/2024

    Type:Order Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My name is *****************, and I, along with my wife *********, underwent DIAGNOSTIC COLONOSCOPY as recommended by my insurance (refer to the ad copy).When ******** Surgery Center called us to notice us about the screening and the confirm the diagnostic tests for each of us, we were never informed at any point that the ***************** for the checkup was out of network with my insurance provider and we might face high amount of bills for the DIAGNOSTIC COLONOSCOPY, to let us decide to either go ahead with the diagnostic test or not. Instead, both of us were told by the doctor and surgery center staffs that the diagnostic test would be covered by my insurance and we would not be charged or just a little bit except in the case that we had issues that required immediate treatment/surgery, during our consultation with ****************** clinic of ******** Medical Center, and before the screening in ******** Surgery Center when we were asked to signed hospital documents.This lack of disclosure has led to unexpected financial burden as my wife and I are now facing a bill of $1,500+, total $3000+ for the services provided at the surgery center facility. I don't think the doctor or the surgery center staffs intended to trick us but definitely they made mistake. Should we pay for their mistake like the current bills, no, it's not fair for us.I understand the importance of healthcare providers and hospitals offering patients the ability to make informed decisions about their treatments and checkups. As a patient, I believe that I have the right to be fully informed about the financial aspects of accepting a medical checkup, especially when making choices that could impact my finances significantly. I kindly request that you review the case, and ask ask the surgery center to adjust the two bills.

    Business Response

    Date: 01/30/2024

    Thank you for the opportunity to respond. The individual was contacted and their concerns were addressed.

    Customer Answer

    Date: 01/31/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *****************

    Customer Answer

    Date: 02/07/2025

    The bill was re-sent to collection company by Overlake Surgery Center around September 2024, and I was asked by the collection company to pay the amount of the bill again. Then per my calls to Overlake Surgery Center, below were found:
     
    1. Company '********************** PS' was closed/dis-connected with Overlake Surgery Center awhile ago, per what I was told.


    2. Overlake Surgery Center admitted (staff who is in charge of customer insurances) the mistake that: they thought they were an *****'s in network provider when they scheduled me for my colonoscopy process, and assured me that will be covered by my insurance and I don't need to pay.
     
    But a bill over $1500 came out after the process.


    Business Response

    Date: 02/11/2025

    ****************** is no longer affiliated with Overlake Surgery Center as of 2021. Any concerns regarding charges by Overlake Surgery Center should be directed to Overlake Surgery Center.

    Customer Answer

    Date: 02/12/2025

     
    Complaint: 21167093

    I am rejecting this response because:

    Overlake Surgery Center staff (who is in charge of customer insurances) admitted the mistake that: they thought they were an Aetna's in network provider when they scheduled me for my colonoscopy process, and assured me that will be covered by my insurance and I won't need to pay.

    Overlake Surgery Center made the mistake and mislead me here to agree with scheduling the process. it's unfair for me as a patient to pay for their mistake as I trusted their authority and knowledge on this. The $1500+ bill should be removed or waived by Overlake Surgery Center. Further more, the billing department sending the bill to the collection company will negatively impact my credit score, which is unacceptable since this outcome was not my doing. 

    Can you please connect with Overlake Surgery Center to discuss and resolve this matter?

    Sincerely,

    Chengrun ****

    Business Response

    Date: 03/05/2025

    Adjustment will be made to remove this expense from the patient; $0 will be due from patient for his procedure.  Upon review, wife's balance was already at $0 due. 

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